Global Support Manager (m/f/d)

As we are an international company, this position is either based in our Copenhagen headquarters or our German office in Langenfeld (Düsseldorf/Cologne area). The Global Support Manager is reporting to our Director, Professional Services.

About the job

As a member of the Operations management team, you lead a global team of Support Engineers and Software Developers with the goal of delivering support services to customers of CONFIGIT’s on-premise and SaaS enterprise software. Our customers are large enterprise manufacturing companies within the automotive or industrial machinery & components industries. Together with your team you make sure that SLAs and other contractual obligations are met, you are responsible for incident management across our software, and you are responsible for problem management and delivering code fixes and upgrades for all the customer-specific applications, services and customizations that extend our products.

What you’ll do

• Be responsible for incident management, manage incident escalations and coordinate with internal stakeholders for incident resolution
• Be accountable for solution onboarding and for the development and delivery of hotfixes, software patches and upgrades
• Prepare and conduct service reviews
• Coach, mentor and develop your team
• Lead continuous improvement of processes and practices
• Implement 24/7/365 support delivery
• Be responsible for KPIs and monitoring and reporting on SLA metrics
• Ensure compliance with relevant service acceptance criteria and ISO 27001 compliance

Your profile

• Experience from managing application/platform support for enterprise software vendors
• Experience with IT service management
• Understanding of web application architecture and of enterprise IT infrastructure
• Excellent organizational and coordination skills
• Strong in communication with customers and internal stakeholders
• Be result-driven and come with high business acumen
• Fully proficient in English
• It is a plus if you
  • are ITIL certified
  • have experience delivering support service for SaaS/PaaS
  • have software development experience
  
  

What you will find with us

• A state-of-the-art product that provides great business value for our customers
• A dedicated team with a high level of competencies and a focus on knowledge sharing and continuous learning
• An engaged, strategic-minded management team committed to continuing the CONFIGIT success story
• We are living our values: “Business Focus,” “One Team,” “Knowledge,” “Can-do Attitude,” and “Move Fast”
• A healthy work-life balance in a flexible setup
• Informal and open culture with direct communication on all levels

At CONFIGIT, we are committed to creating a diverse and inclusive workplace where our employees can thrive. We are proud to employ people of all backgrounds, and your unique talents and experiences will be welcomed. Come be a part of an exciting team!

Are you interested?

• We are looking forward to receiving your CV and a short cover letter – just click “Apply for position”
• Applications are evaluated continuously

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